Major Incident & Service Management Lead - Remote

Valatam; Buenos Aires; Remote; ARS 1,200,000 - 1,800,000; Full time

Job summary

Kyndryl is looking for an experienced IT Operations professional to manage incidents and major incidents, applying ITIL processes while coordinating across resolver teams. You will drive incident timelines, escalations, and communications, ensuring swift restoration and post-incident reviews.

The role emphasizes monitoring, event management, and stakeholder reporting, with a focus on delivering reliable services in a fully remote environment.

Qualifications

• 3–5 years in IT operations, IT support, or IT service management
• At least 1–2 years in Incident or Major Incident Management
• Strong written and verbal communication for incident updates
• Experience coordinating cross-team troubleshooting and escalation
• Familiarity with monitoring, alerting, and observability concepts
• Hands-on experience with ITSM platforms like ServiceNow

Responsibilities

• Apply ITIL principles in daily service operations while balancing process compliance with speed
• Act as Major Incident Manager for assigned services and on-call rotations
• Lead incident bridges, coordinate escalation paths, and communicate with stakeholders
• Coordinate troubleshooting across resolver teams with clear ownership and timelines
• Support Change Management with failed or emergency changes and rollback information
• Conduct post-incident reviews and drive corrective actions to completion
• Prepare and present incident updates to business and leadership stakeholders
• Produce regular service reports with incident volume, severity, and trends

Skills

ITIL & Service Management

Incident Management

Major Incident Management

Triage & Troubleshooting

Change Management

Problem Management

Monitoring & Event Management

Stakeholder Engagement

Education

ITIL 4 Foundation

Tools

ServiceNow

Dynatrace

Splunk

Datadog

AppDynamics

SolarWinds

Job description

Kyndryl is looking for an experienced IT Operations professional to manage incidents and major incidents, applying ITIL processes while coordinating across resolver teams. You will drive incident timelines, escalations, and communications, ensuring swift restoration and post-incident reviews.

The role emphasizes monitoring, event management, and stakeholder reporting, with a focus on delivering reliable services in a fully remote environment.